System and Method of Intelligent Call Routing for Cross Sell Offer Selection based on Optimization Parameters or Account-level Data

A unified communication system for routing and handling incoming customer communications, the system comprising:

• at least one central server;
• at least one database accessible by the at least one central server;
• and
• communication interfaces for communicating with customers via one or more channels selected from a group consisting of:
• telephonic calls, web-based communications, voice-over-IP communications, and real-time text interactions;
• wherein the at least one central server is configured to:
• pre-form at least partially a communication strategy for a customer, in anticipation of at least one incoming communication from the customer, wherein the at least one incoming communication is selected from a group consisting of telephonic calls, web-based communications, voice-over-IP communications, and real-time text interactions, the at least partially pre-formed communication strategy comprising a routing strategy and/or a handling strategy determined based on customer-specific behavior or profile data and/or offer information relating to one or more products or services;
• store the at least partially pre-formed communication strategy in the at least database;
• receive information of a customer communication including identification data that identifies the customer for whom the communication strategy has been at least partially pre-formed;
• and
• generate, based at least in part on the at least partially pre-formed communication strategy associated with the customer, a routing control signal for routing the customer communication to a target site or for supplying one or more corresponding handling strategies to the target site.

Instructions embodied in a non-transitory computer readable medium capable of causing a computer to route and handle in a computer-implemented system incoming customer communications, the instructions embodied in the non-transitory computer readable medium configured to cause the computer to:

• pre-form at least partially a communication strategy for a customer, in anticipation of at least one incoming communication from the customer, wherein the at least one incoming communication is selected from a group consisting of telephonic calls, web-based communications, voice-over-IP communications, and real-time text interactions, the at least partially pre-formed communication strategy comprising a routing strategy and/or a handling strategy determined based on customer-specific behavior or profile data and/or offer information relating to one or more products or services;
• store the at least partially pre-formed communication strategy in association with the computer-implemented system;
• receive information of a customer communication including identification data that identifies the customer for whom the communication strategy has been at least partially pre-formed;
• and
• generate, based at least in part on the at least partially pre-formed communication strategy associated with the customer, a routing control signal for routing the customer communication to a target site or for supplying one or more corresponding handling strategies to the target site.